My Hootsuite Resurrection

About a week ago I had a very sad and angry night. Late at night I updated all of the apps on my iPhone, including Hootsuite. Immediately after the update the app crashed every time I selected an option, I decided it could wait until morning. The next day the Amazon cloud servers had a malfunction, which effected Hootsuite for pc, also not working.  In this instance there is not much one person can do to rectify the situation, but I did have a short panic attack! Sad I know, but my day to day work includes a great deal of social media communication, especially on twitter. That day I was very busy so I decided to completely avoid my iPhone (which is unheard of) and stick to my computer. I toughed it out and used twitter’s site for the day – luckily I recently had done some spring cleaning on my twitter account so all my tweeps were in order. Allthough a tad less efficient, I managed to get through the day.  As I recall, the desktop version was down for about a day and a half, which seemed like an eternity. Hootsuite for pc was now working and my desk life was back to normal.

Meanwhile, my Hootsuite iPhone app was still not working! Naturally, I searched twitter for people who may be experiencing the same thing. Some people had un and reinstalled the app, with success; it did not work for myself. Whilst searching and chatting with others, Hootsuite tweeted me a link and advised to send them my iPhone crash logs, thus creating an incident ticket. I followed their descriptive and thorough instructions, sent my crash logs and immediately got an auto generated email reply with my incident ticket number. The incident I submitted was on a Sunday and I received a response less than 24 hours later explaining my report was being escalated to another team and I would hear back from them. We’re going on a few days now, panic has turned

into loss and I am beginning to think of a long term plan incase of the worst. I know, sounds cheesy, but I really love hootsuite. The missing element in my daily social media lifeline has resulted in less activity on my part, causing my klout score to begin its plummet.

Days later I still await an email telling me my incident ticket has an update or better yet, has been resolved. I am thinking in my head, Hootsuite must be getting tons of these same incidents. Twitter searches still show many people having the same problem as myself.  After another day and another klout score lower, I see there is a Hootsuite update available for my phone. Update applied and what do you know, everything works like new! I now had a feeling I cannot describe, but it was similar to seeing God. After the shock of the app now working, I tore into my feeds and probably annoyed my followers with an overabundance of tweets, leading to myself falling asleep, phone in hand. I slept great.

So what’s my take on all of this? Sure hootsuite should not have been down this long, but how many people were really unable to use it? Stuff happens and its out of our control. Hootsuite stepped up to the plate with fabulous support on twitter to guide me, a wonderful incident ticket system and most importantly, they were honest, didn’t lie, and ultimately fixed the problem. After some make-up tweeting, my love for hootsuite as a whole, grows.

Tell me what you love most about Hootsuite!